Get back into your account

Instructions for

Web

iPhone

Android

If you’ve forgotten your password, ask for a link from the sign-in screen and create a new one. The link lasts 15 minutes, and the new password is always created in the browser, even if you ask for it from the app. It needs at least eight characters, and creating it closes all your open sessions: you’ll have to sign in again on every device you use.

Step by step

Web

1. On the sign-in screen, click Did you forget your password?
2. Enter your email and click Reset password. You’ll see Email sent.
3. Open the email within 15 minutes and click the link.
4. On Change your password, enter your new password twice and click Reset password.
5. Weikos signs you in with the new password. If it doesn’t, click Login and sign in with it.

iPhone

1. On the sign-in screen, tap Forgot your password?
2. Enter your email and tap Send link. You’ll see Link sent.
3. Open the email within 15 minutes and tap the link. It opens in the browser: that’s normal.
4. Create your new password there, with at least eight characters.
5. Go back to the app, enter your email and the new password and tap Sign in. If you use Face ID, sign in this first time by typing your password: that way the app saves the new one.

Android

1. On the sign-in screen, tap Forgot your password?
2. On Reset password, enter your email and tap Send link. You’ll see Link sent.
3. Open the email within 15 minutes and tap the link. It opens in the browser: that’s normal.
4. Create your new password there, with at least eight characters.
5. Go back to the app, enter your email and the new password and tap Sign in. If you use your fingerprint, sign in this first time by typing your password, not with Sign in with fingerprint: that way the app saves the new one.

If it doesn’t work

Web

• It says your email or password is incorrect. Check that you’re entering the email you signed up with. If you don’t remember your password, create a new one with the steps above.
• You see Too many login attempts. Please try again in … minutes. After 5 failed attempts, sign-in is blocked for 15 minutes. Wait for the time the message shows before trying again.
• The email doesn’t arrive. The Email sent notice always appears, so check that you entered the email you signed up with and look in your spam folder. If you’ve asked more than 3 times in 15 minutes, wait 15 minutes before asking again.
• You see The link is no longer valid. More than 15 minutes have passed or you already used it: each link works only once. If you already changed your password, sign in with the new one. If not, click Send new link and use the new email as soon as it arrives.
• You see Your session has expired. Please sign in again. Your session expires after 10 days without using Weikos and, at most, after 45 days. Sign in again.

iPhone

• You see Invalid credentials. Please try again. Check that you’re entering the email you signed up with. If you don’t remember your password, create a new one with the steps above.
• You see Too many attempts. Wait a few minutes and try again. After 5 failed attempts, sign-in is blocked for 15 minutes. Wait that long without trying again.
• The email doesn’t arrive. Check that you entered the email you signed up with and look in your spam folder. If you’ve asked more than 3 times in 15 minutes, wait 15 minutes before asking again.
• You see an error instead of Link sent. The email hasn’t been sent. If you see Could not connect to the server. Check your internet connection., connect to wifi or mobile data and ask again. If it says there have been too many attempts, wait 15 minutes.
• The link says it’s no longer valid. More than 15 minutes have passed or you already used it. If you didn’t change your password, ask again from Forgot your password? and use the new email as soon as it arrives.
• Face ID stops working after you change your password. Sign in once by typing your email and password. The app saves the new details and Face ID works again.
• You don’t see the Face ID button. Turn it on from your profile icon › Settings › Security › Quick app unlock. It appears after you sign out and sign in again with your password.
• The app asks for your password again. You’ll see Your session has expired. Please sign in again. This happens after 10 days without using Weikos and, at most, after 45 days.

Android

• You see The email or password is incorrect.. Check that you’re entering the email you signed up with. If you don’t remember your password, create a new one with the steps above.
• You see Too many attempts. Wait a few minutes and try again.. After 5 failed attempts, sign-in is blocked for 15 minutes. Wait that long without trying again.
• The email doesn’t arrive. Check that you entered the email you signed up with and look in your spam folder. If you’ve asked more than 3 times in 15 minutes, wait 15 minutes before asking again.
• You see an error instead of Link sent. The email hasn’t been sent. If you see Could not connect to the server. Check your internet connection., connect to wifi or mobile data and ask again. If it says there have been too many attempts, wait 15 minutes.
• The link says it’s no longer valid. More than 15 minutes have passed or you already used it. If you didn’t change your password, ask again from Forgot your password? and use the new email as soon as it arrives.
• Your fingerprint stops working after you change your password. Sign in once by typing your email and password. The app saves the new details and your fingerprint works again.
• You don’t see the fingerprint button. Turn it on from your profile icon › Settings › Security › Biometric login. It appears after you sign out and sign in again with your password.
• The app asks for your password again. You’ll see Your session has expired. Please sign in again. This happens after 10 days without using Weikos and, at most, after 45 days.

If you’ve created a new password and still can’t sign in, your account or your institution’s may be suspended: the message you see is the same one as for wrong credentials. Write to us at help@weikos.io, and also if you receive password emails you didn’t ask for. Tell us whether you use the web, iPhone or Android.

We will never ask you for your password or bank details by email. If you receive a message asking for them on behalf of Weikos, don’t reply and write to us at help@weikos.io.